Gaurav Joshi Email & Phone Number

Melbourne, VIC, AU

Melbourne, Victoria, Australia

• Key Accountabilities:Consulting, Coaching, Learning Design and Development
• Re-designed Onboarding Program: Successfully re-designed the vehicle sales consultant induction program using the ADDIE instructional design framework and adult learning principles, resulting in speed to competency in.
• Training Package Development: Championed the design of end-to-end training packages for Data Analytics and Quality Assurance teams, mapping capability and… Show more Key Accountabilities:Consulting, Coaching, Learning.
• Training Package Development: Championed the design of end-to-end training packages for Data Analytics and Quality Assurance teams, mapping capability and tier levels across 19 disciplines, resulting in a 50% increase.
• Collaboration and Simplification: Collaborated with SMEs and stakeholders for content creation and project goals. Provided expert advice to simplify complex systems like Salesforce and novated leasing, using lean.
• End-to-end Program Design: Developed comprehensive solutions, including PowerPoint presentations, video tutorials, learner packs, checklists, facilitator guides, assessment tools, and continuous improvement strategies..

Adelaide, South Australia, Australia

• Key Accountabilities:Consulting
• Supported Business Operations: Provided consulting support to three lines of businesses in the South Australian Centre (400+ employees) in collaboration with Group and Channel Managers.
• Project Leadership: Researched, collaborated, and executed the ‘Engagement Hour’ Project, enhancing team engagement and reducing quarterly absenteeism by 8-10% at zero cost to the business.
• Interview Panel Contributions: Offered expert advice and insights on… Show more Key Accountabilities:Consulting
• Interview Panel Contributions: Offered expert advice and insights on leadership and behaviour as part of the interviewing panel for Operations Manager and Team Leader roles.Leadership Development & Behaviour Coaching
• 1:1 Coaching and Consulting: Delivered personalised coaching to Operations Managers and Team Leaders, observing daily communication, and providing feedback for capability uplift.

Adelaide, South Australia, Australia

• Key Accountabilities:
• Customer Service Onboarding Program: Re-designed the onboarding and induction program for customer service consultants, leveraging the ADDIE framework and 70-20-10 model, reducing speed to competency to 6 weeks with an.
• Knowledge Management System: Authored and administered the Knowledge Management System (LivePro).
• Continuous Improvement Strategies: Implemented strategies by analysing customer feedback, FCR, NPS, and QA scores. Supported… Show more Key Accountabilities:
• Continuous Improvement Strategies: Implemented strategies by analysing customer feedback, FCR, NPS, and QA scores. Supported teams through 1:1 coaching and workshops, proposing updates to SOPs.
• Training and Coaching Records: Maintained comprehensive records and followed up on development plans, ensuring compliance to SOPs minimising risk and quality assurance.

Adelaide, South Australia, Australia

Perform administrative duties in managing salary packaging accounts of various customers in line with ATO regulations.

Doha Qatar

• Key Accountabilities:Consulting & Auditing
• Training Needs Analysis: Identified training gaps through data from customer feedback, performance checks, and voyage reports, leading to the enhancement of existing and development of new leadership programs in.
• Interview Panel Contributions: Provided expert advice and insights on leadership and behaviour as part of the interviewing panel for new and senior leadership roles.Leadership Development &… Show more Key.
• Interview Panel Contributions: Provided expert advice and insights on leadership and behaviour as part of the interviewing panel for new and senior leadership roles.Leadership Development & Behaviour Coaching
• Coaching: Delivered personalised coaching to crew members and leaders by observing behaviour during training and in-flight, providing feedback using the FUEL framework for capability and performance uplift.Program.
• Leadership Program Facilitation: Facilitated soft skills training, including Customer First workshops, EQ & CQ training, Lead to Innovate leadership programs, senior leadership training, and refresher programs for all.

Qatar

• Key Accountabilities:
• Successfully led a team of 15 to 17 multi-national cabin crew on board.
• Co-ordinated and briefed the team on daily operations, in-flight SEP/first aid, covering all aspects of customer experience, updates on company standards & procedures & ensuring 5-star service delivery.
• Prime objective was to train, guide & coach crew members onboard & make them situationally aware through sharing experiences.
• Delivered 5-star food and beverage service onboard… Show more Key Accountabilities:
• Delivered 5-star food and beverage service onboard ensuring customer safety/security and great care for Special customers.

Certificate Iv In Training And Assessment

Successfully completed Certificate IV in Training and Assessment

Certified Articulate 360 Storyline - Expert

Advanced certification in using Articulate Storyline for E-Learning Design and Development

Bachelor Of Commerce (B.Com.), English, First Class

Certified Cq Practitioner / Trainer / Assessor

Design, facilitate and assess trainings / workshops based on Cultural Intelligence model from David Livermore.

Emotional Intelligence Cerified Practitioner / Trainer / Assessor, Emotional Intelligence

Activities and Societies: - Design EQ course modules. - Debrief brain talent profile and SEI Leadership profile. - Conduct EQ Workshops.

Level 2, Wines

Activities and Societies: A WSET level 2 certified professional.